Linde China powers its customer experience

Capgemini implements a one stop sales and connected service platform on Salesforce to help grow and adapt their business for success

The client

Linde Material Handling GmbH, a KION Group company, is a leading global manufacturer of forklift trucks and warehouse trucks, and a solutions and service provider for intralogistics. With a sales and service network that spans more than 100 countries, the company is represented in all major regions around the world. Linde develops high-performance solutions for intralogistics. The basics for this are electric and diesel forklift trucks, warehouse equipment, professional and comprehensive services and optimum integrated solutions for material handling, as well as logistics design and consultancy. Linde (China), with over 2,780 employees in more than 153 sales and service locations, forms an extensive service network to effectively support our customers all around China.

Aligning systems with customer strategy

With the continued expansion and growth of Linde China, there were multiple systems that had to be integrated to ensure that valuable data was available to the right people and at the right time through a single interface. To maintain their leading position in China and to align to their future growth, Linde required a customized CRM solution, unique to the Chinese market, that was efficient and transparent to leverage the true power of their data.

Accelerating with success – One Stop Sales and Connected Service

Capgemini introduced and built a cohesive customer engagement platform on Salesforce to provide a seamless, effective and efficient experience to Linde China’s clients throughout each of their life stages. For their internal users, the platform enhanced cross-departmental communication and real-time data sharing. This led to business process simplification providing teams with prompt and accurate quotations.

Results

Adapting to the needs of the Chinese market, the overall customer engagement platform was implemented successfully to accelerate Linde China’s growth.

“The system has changed the way our business operates.” One of Linde China’s marketing representatives was particularly impressed. “We can easily monitor marketing activities and evaluate the results. It has become one of my most valuable tools.” Seeing the potential of this success, Linde China is planning to rollout the system to other regions.

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